A recent incident involving IndiGo Airlines has sparked widespread discussion online after a passenger accused the airline of overcharging for baggage despite her luggage being within the permissible weight limits. The passenger, an IIT Delhi alumna, detailed her frustrating experience on LinkedIn, calling out IndiGo for what she termed as a “scam.” Her post quickly gained traction, prompting the airline to respond.
Passenger’s Account: A Baggage Charge of Rs 4,200
The passenger, Isha, was traveling from Delhi to Bengaluru when she was informed at the check-in counter that her baggage exceeded the 15 kg limit by 7 kg. Consequently, she was charged Rs 4,200 for excess baggage. Despite being confident that her luggage adhered to the weight restrictions—having weighed it at home—she paid the fee due to time constraints and the need to board her flight promptly.
In her LinkedIn post, Isha expressed her dissatisfaction, writing:
Indigo is a Scam! I recently travelled from Delhi to Bangalore with IndiGo (InterGlobe Aviation Ltd) Airlines, and my experience was nothing short of disappointing”
Verification in Bengaluru Confirms Allegations
After landing in Bengaluru, Isha rechecked her baggage weight and discovered it was well within the 15 kg limit. She approached the IndiGo staff at the Bengaluru airport, who acknowledged the mistake and advised her to escalate the matter via email. However, Isha revealed that her subsequent attempts to resolve the issue—through multiple calls, emails, and complaints—yielded no results.
She shared her frustration, stating:
“At the Delhi airport, while checking in, I was told my baggage had 7 kg of excess weight. Despite being confident that my luggage was under the 15 kg limit (I had measured it at home), I was forced to pay Rs 4,200 due to a lack of time to contest and needing to reach the boarding gate on time”
“Upon reaching Bangalore, I decided to re-check my weight of my luggage, as I was certain there was a mistake. As suspected, the weight was well within the 15 kg limit”
“The Indigo staff at Bangalore acknowledged the discrepancy and provided me with an email ID to escalate the matter. Since then, I’ve made multiple calls, sent countless emails, and raised numerous complaints, but I’ve received no resolution or refund”
Isha slammed the airlines and wrote,
“It’s disheartening to see such a renowned airline resort to tactics that feel deceitful, potentially extorting money from unsuspecting passengers”.
She wrote,
“I demand a full refund of Rs 4200 and a compensation for the inconvenience caused,”
IndiGo’s Response to the Incident
Responding to Isha’s viral LinkedIn post, IndiGo commented:
“Hi, we have already responded to you on your Twitter post. We request you kindly maintain a single platform to avoid any confusion. We truly appreciate your kind understanding. ~Team IndiGo.”
Have a look at the post
However, Isha continued,
“The reason for me to share this post is: 1. Spread Awareness, 2. There’s no action being taken by Indigo yet.”
IndiGo, issued a statement on Sunday, that said,
“We acknowledge the concern raised regarding baggage weigh-in during a recent journey. We are in touch with the airport operators for the calibration and maintenance of weighing equipment.”
The Airlines further added,
“We are in touch with the customer, ensuring that the refund has been processed. We are working diligently towards resolving this issue.
Calls for Greater Transparency
Isha emphasized the importance of spreading awareness about such incidents, urging travelers to double-check their baggage weight and remain vigilant. She criticized the airline for its alleged negligence, highlighting the need for airlines to prioritize customer trust and experience over profits.
Her post has inspired others to share similar grievances regarding airline baggage policies, sparking a broader conversation about the need for transparency and accountability in the aviation industry.
Have you experienced a similar ordeal? Share your thoughts in the comments below.